TA DIGITAL
Analisis kualitas pelayanan terhadap kepuasan pelanggan servis bengkel pada PT Nasmoco Pemuda Semarang
The aim of this research is to analyze service quality of workshop division toward costumers satisfaction at PT Nasmoco Pemuda Semarang. There were 75 respondents were taken a samples of the customers who are using the workshop of PT Nasmoco Pemuda Semarang, the sampling method used is non random sampling and accidental sampling.
The data collection methods were observation, interview, questionnaires and reference study. Descriptive analysis was used to analyse the qualitative data to quantitative data and then was calculated. There were five dimensions of service quality surveyed, that is tangibelity, reliability, responsiveness, assurance, and empathy. The analysis methods used was Chi square to analyse the correlation between the two variables while Coefficient of Contingency was used to analyse the
level of correlation.
The calculation shows that with the degree of freedom 36 and 45, the level of significant 5 % value of calculated chi square to tangible was 78.047, reliability was 69.552, responsivness was 63.078, assurance was 66.107, and empathy was 54.389.
It was concluded that the calculated chi square was higher than the value of chi square table. Therefore, we can conclude that there was a correlation between the service quality and customers satisfation. The analysis also shows that value of coefficient contingency to tangibelity was 0.714, the reliability was 0.693. the responsiveness was 0.675, the assurance was 0.684, and the empathy was 0.754. After comparing the maximum value of coefficient contingency whic was 0.866, it
can be concluded that there was a high correlation between the two variables.
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